Good Start, Look Forward to the End Product.
December 17, 2024
Good Start, Look Forward to the End Product.
Score 3 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
I use SysAid for our Help Desk. Used to take in and work on tickets for clients.
Pros
- AI interaction
- Security
- Customize ticket Workflow.
Cons
- SO many bugs.
- Bugs that they are aware of and not working on.
- Unable to assign tickets to escalations.
- and the worst is unable to put pictures inline with typed responses.
- Non HTML email.
- We went form 3 steps to triage a ticket, to 18 steps to accomplish the same tasks.
- Our messages are much clearer and reference documentation faster due to the AI.
No change in ticket count as clients are not yet using the AI. I think a larger "draw" to the AI would help with that.
SysAid appeared smooth, fast and competitively priced.
Do you think SysAid delivers good value for the price?
No
Are you happy with SysAid's feature set?
No
Did SysAid live up to sales and marketing promises?
No
Did implementation of SysAid go as expected?
No
Would you buy SysAid again?
No
SysAid Feature Ratings
Evaluating SysAid and Competitors
Yes - FreshDesk
- Scalability
- Ease of Use
Ease of Use and ability to escalate tickets... though neither happened.
Stayed with FreshDesk.
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